Responsible for Tier I, Tier II, and telephone support to end user community on hardware, software, network related questions, and use. Troubleshoots and handles issues, requests or problems with operating systems, applications and remote access for the end-user community. Defines and classifies level, priority and nature of problem, request and/or issue. Responsible for opening, tracking and closing trouble tickets that ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned. Must possess a wide range of technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. Manage the Incident and Change Management System.
Coordinates priorities with numerous functional areas to ensure timely completion
Acts as the primary interface for both internal and external costumers
Performs intense troubleshooting and problem resolution for multiple locations and networks
Manage user accounts in Microsoft Windows 2008R2/2012R2 Server environment
Support both classified and unclassified networks
Modifies group membership, user profiles, utilizes SCCM, Active Directory, and Exchange to troubleshoot
Create e-mail accounts, distribution lists and manage local and global groups
2+ years of IT experience
Requires strong communication and excellent customer service skills.
Is competent in the entire range of applications software, hardware, operating system software, networking and systems documentation support issues. MS Windows 2010 Operating Systems.
Must be able to interpret user comments, identify problems and provide timely resolution, often on complex technical issues
Detail oriented and organized; able to understand information systems and ensure accuracy of work
Reviews the work of others and is able to detect errors or needed modifications
Is able to identify and resolve problems or help desk inadequacies
Has full technical knowledge of all phases of information systems operations
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.